Patient Gateway Support Specialist

Randstad USA; Somerville (MA); On-site; USD 42,000 - 62,000; Full time

Job summary

Mass General Brigham is seeking a Patient Gateway Specialist to handle inquiries from patients and authorized family members via online tools. This front-line role involves enrollment questions, login issues and feature guidance, with responsibilities across telephone and online channels.

Key duties include documenting interactions, following ITIL practices, and escalating unresolved issues. Prior healthcare or patient services experience is preferred, with strong communication and teamwork

Qualifications

• High school diploma.
• Prior healthcare experience preferred.
• Prior customer or patient services role with phone experience preferred.
• Strong interpersonal and communication skills (verbal and written).
• Able to work in a team and multitask.

Responsibilities

• Contributes to a positive patient experience through professional, efficient interactions.
• Respects patient confidentiality per HIPAA guidelines.
• Answers and records calls using ITIL best practices.
• Processes user-generated self-service tickets using ITIL best practices.
• Resolves issues using available resources and documentation.
• Uses telephone, email and instant messaging to communicate with patients.
• Prioritizes work per supervisor guidance and escalates when needed.
• Collaborates on project teams for service desk improvements and new technology deployments.

Skills

Interpersonal skills

Communication skills

Active listening

Patience

Analytical thinking

Problem solving

Teamwork

Multitasking

Adaptability

Mobile devices knowledge

IT Service Management

Customer service tools knowledge

Education

High school diploma

Tools

ServiceNow

Service Manager

ITIL best practices

Job description

Mass General Brigham is seeking a Patient Gateway Specialist to handle inquiries from patients and authorized family members via online tools. This front-line role involves enrollment questions, login issues and feature guidance, with responsibilities across telephone and online channels.

Key duties include documenting interactions, following ITIL practices, and escalating unresolved issues. Prior healthcare or patient services experience is preferred, with strong communication and teamwork